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Northridge Perspectives
Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.
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Optimism for Tomorrow’s Leaders
Graduation is upon us, and it is a time of year I reflect on the promise of tomorrow’s leaders. This year, I am especially thoughtful as my son will be graduating high school and starting his first year of college in the fall. There are so many wonderful memories to...
What Doctors and Consultants Have in Common
Everyone knows that success in business depends on great customer experience. In industries across the board, we’re seeing that the voice of the customer is driving the market because it not only drives customer loyalty, but it reduces costs as well – all of which...
The Most Critical Telecom & Data Services Trends
Based on the data and research from market analysts, as well as the insights from our consulting experts, the telecommunications landscape in 2014 will see some major changes in the data services space. Enterprises, especially IT departments, should set and execute a...
Balancing the Business Performance Scorecard
“If you can’t measure it, you can’t manage it.” This philosophy, popularized by management guru Peter Drucker, speaks to the importance of measuring business performance in order to set business practice. Since the early ‘90s, organizational leaders have often relied...
Disaster Recovery Planning: Is Your IT Infrastructure Up to the Task?
According to the Federal Emergency Management Agency and U.S. Small Business Administration, 40 percent of businesses do not reopen after a disaster, and 90 percent of businesses fail within 2 years of being struck by a natural disaster. Completing and executing a...
Solving for the Right Problem
With all the Oscar buzz this week about Gravity, I was reminded of another movie about space exploration that I love - Apollo 13 (1995). “Houston, we have a problem.” “Houston, we have a problem.” It’s one of my favorite movie lines and ranks #50 on the American Film...
Working Remotely : Using Desktop Virtualization with BYOD and Home VDI
Bring Your Own Device (BYOD) has given a tremendous boost to employee productivity (and arguably employee satisfaction), but not without its complications for the IT organization. By using Desktop Virtualization, or VDI, employers are able to piggyback off of BYOD to...
7 Tips to Improve the Customer Experience and Reduce Costs
When most business leaders hear the term “improve customer experience,” many immediately think of investment … new systems, more customer service agents, etc. With the right approach, improved customer experience can also dramatically reduce operating costs. Here...
Making Big Data Manageable: Four Steps to Implementation
Big data means different things to different people. At its purest form, for me, it is about enabling the right decisions to solve business challenges by correlating often disparate and complex data to key business levers. The most successful business leaders are...
Technology Demands a New Approach to Customer Experience
I’ve been listening to customers for a long time. Over the years, I’ve seen call centers evolve to contact centers that include nearly every possible channel for customer communication - including that little computer many of us carry around in our pocket, otherwise...
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